Setting up Perspectium ServiceOps will allow you to sync your ServiceNow incidents and change requests with Jira issues. Before getting started, you will need to commit several update sets in your ServiceNow instance.
Prerequisites
You will first need to install 5 Perspectium update sets to your ServiceNow instance in the following order:
1. Perspectium Core update set
2. Perspectium Common Endpoint update set
3. Perspectium Common Change update set
4. Perspectium Common Incident update set
5. Perspectium ServiceOps update set
You can request download links for these update sets by contacting Perspectium Support.
You will also need to run the Finish Install scripts and set your initial Perspectium & Replicator properties.
Procedure
To get started with your ServiceOps integration, follow these steps:
Access ServiceOps Setup
Log into your ServiceNow instance and navigate to Perspectium ServiceOps > Setup.
Authenticate with your Jira cloud instance
Locate the Jira Configuration section. In the URL field, enter your full Jira cloud instance URL. Then, enter your Jira instance login information in the Username and API Token fields.
NOTE: To create an API token for your Jira instance, see API tokens.
Choose a Jira Project to sync with
Under the Project Key dropdown, click Get Project Keys to populate the dropdown with project keys from your Jira instance. Then, choose the project key that you want to sync ServiceNow incidents to.
Configure your mappings for Jira
Click Get Issue Types. Then, choose the Jira issue type that you want to sync ServiceNow incidents and change requests with from the appropriate dropdowns.
Sync with an on-premises Jira instance (optional)
If you want to sync your ServiceNow incidents and change requests with Jira issues in an on-premises instance, check the On-Prem Endpoint box.
NOTE: To sync your data with an on-premises instance, you will need to install and configure the Perspectium Repeater Agent.
Create dynamic share filter conditions (optional)
Optionally, you can add ServiceNow dynamic share filter conditions to drill down on the Incident and Change Request records that will be shared out of your ServiceNow instance and into Jira. For more information about creating conditions in ServiceNow, see condition builder.
Save your ServiceOps settings
Click Save at the bottom of the page, and you will be redirected to the Status page. Here, you can browse various links related to the configurations you just set up in ServiceNow for your ServiceOps integration. For more information on the configurations that were created, see ServiceNow shared queues and ServiceNow dynamic shares.
Add the ServiceNow Identifier field to your Jira issue screens
Log into your Jira cloud instance and navigate to Jira Settings > Issues > Screens. Then, locate the project you want to display your ServiceNow Identifier ID for and click Configure under the Actions list for that project. On the resulting screen, scroll to the bottom of the list of fields and choose ServiceNow Identifier and Sys ID from the Select Field dropdown. Finally, drag the ServiceNow Identifier and Sys ID fields to where you want them to appear when you view an issue in your Jira project.
